Customer Support Specialist

$19.00 hourly
  • Republic Services
  • Romulus, Michigan, USA
  • Apr 17, 2024
Full time Customer Service

Job Description

POSITION SUMMARY: The Customer Support Specialist I provides assistance and support to customers, Sales, Facility Operations, and Customer Support Management by coordinating office services, such as data entry, clerical work, records control, creating forms, and preparing reports. Acts as initial contact for customers regarding the company’s waste treatment and disposal services. Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.  Expedites the steady and courteous flow of internal and external communications, such as incoming/outgoing telephone and email messages.  

PRINCIPLE RESPONSIBILITIES:

  • Provides excellent customer service internally and externally through telephone, e-mail or face to face in a timely, accurate manner.

  • Reviews new waste profiles for accuracy and completion, and data enters profile information into our internal system along with supporting documents.

  • Coordinates communications to respond to customers’ inquiries.

  • Uses proper DOT descriptions from the Hazardous Material table to prepare manifests and other related shipping documents for upcoming shipments.

  • Builds and maintains a working knowledge of company service offerings through on the job situational learning, group trainings, facility tours and coaching between team members.

  • Consults with the appropriate department in order to take action in resolving customer inquiries.

  • Research invoicing and collections discrepancies and writes up billing adjustments as needed

  • Quote, schedule and coordinate trucking necessary for waste hauling logistics.

  • Evaluates treat groups assigned to approved profiles and selects pricing sheet based on TSDF location, customer type and regional market in order to accurately price waste for disposal. 

  • Uses tacit knowledge to evaluate issues and define solutions. Provides advice and guidance to less experienced team members.

  • Performs other, related duties as assigned.   

QUALIFICATIONS:

  • Must have a strong commitment to customer service and possess the ability to actively listen to customers to understand requests

  • Ability to read, analyze, and interpret complex documentation, technical procedures, governmental regulations, and to respond effectively to sensitive inquiries 

  • Knowledge of basic accounting processes

  • Proficient with Microsoft Office, DocuSign and PDF writer

  • Ability to identify trends and data patterns

  • Ability to work within a team environment and handle multiple assignments simultaneously

MINIMUM QUALIFICATIONS:

  • 1 years’ experience in a customer-facing role that includes strategic planning as well as identifying and addressing customer needs, preferably within the waste disposal, chemistry or related field.